We will have some of the best contact centre author-experts appearing in CCa2z, sharing their knowledge and insight into contact centre managment. Experts include, Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management. Brad was one of the initial partners in and former President and CEO of the International Customer Management Institute (ICMI).

Other Experts, but to name a few, include Greg Levin, who has been researching, reporting on and satirizing contact centers and customer care since 1994. Known for his unique sense of humor, sharp wit and bold opinions about the state of customer contact management.

Brad Cleveland is a sought-after consultant and speaker, he has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, HP, American Express, USAA, Coca Cola, and others. He’s also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.

Brad is author and/or editor of eight books, and is recipient of an Amazon.com best selling award. His books and articles have been translated into over a dozen languages. He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, Kiplingers, the Los Angles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), NPR’s All Things Considered, and the in-flight programs of several airlines. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May of 2012, Brad was recipient of ICMI’s Inaugural Lifetime Achievement Award.

One of the initial partners in and former President and CEO of the International Customer Management Institute (ICMI)

Greg is the former Editor of ICMI’s pioneering publication Service Level Newsletter as well as its highly regarded follow-up journal Call Center Management Review. He has written hundreds of feature articles and case studies on contact center best practices, trends and challenges; dozens of comprehensive research reports covering every key industry topic under the sun; and adds a very healthy dose of comic relief and levity to the industry via his uproarious Off Center blog as well as his one-of-a-kind contact center songs. His critically acclaimed book, Full Contact: Contact Center Practices & Strategies that Make an Impact, is available for purchase and download on this site.